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Customer Account Manager II

Job Description Summary

As a CAM II, you will be responsible for managing and nurturing relationships with our Core and Premier account customers. You will play a pivotal role in ensuring customer satisfaction, retention, and growth. Your expertise and strategic approach will contribute significantly to the long-term success of these valuable accounts. You will also communicate with new or potential customers to grow business.

Duties

  1. Handle customer inquiries and requests via all methods including phone, email, fax.
      a. Process orders and address basic customer service issues promptly and efficiently.
      b. Assist with account setup and maintenance, ensuring accuracy and completeness.

  2. Identify opportunities to expand existing customer relationships and increase sales.
      a. Generate new sales through various methods, including phone calls, emails, and video conferencing.
      b. Proactively identify customer needs and opportunities for growth, acting as a trusted advisor.
      c. Act as a Voice of Customer to Agility EMS team.

  3. Establish and nurture long-term customer relationships with our Core and Premiere level customers.
      a. Develop and execute comprehensive account plans to drive customer satisfaction and retention.
      b. Negotiate contracts and pricing agreements that are mutually beneficial for both the customer and our company.
      c. Collaborate closely with sales and marketing teams to develop and implement effective account growth strategies.
      d. Analyze customer data and trends to identify opportunities for growth and improvement.
      e. Forecast sales and revenue for assigned accounts, providing accurate projections to management.
      f. Manage account profitability and ensure that revenue targets are met or exceeded.
      g. Inform Supervisor of areas of concern in client relationships.

  4. Promote company products and services to provide informed support.
      a. Collaborate with other departments to deliver comprehensive customer support.
      b. Enthusiastically participate in company meetings.

  5. Other duties as assigned.

Working Conditions

  1. Full-time position.
  2. Agility office environment.
  3. Occasional customer visits and external training as needed.

Education, Skill and Experiences

  1. 5-10+ years proven experience working in a position requiring high-level customer account management
  2. Associate degree or higher is preferred.
  3. ERP experience required.
  4. Experience with the MS Suite.
  5. Capable of working independently and self-motivated.
  6. Organized, competitive, and persistent.
  7. Live the HEART values and culture of the company.
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